Exp –4-6 Years of experience for L2 level support engineer

8+ Years for Level 3 Support Engineer

Language Proficiency: English

Experience Requirements:

• Installation/Configuration/Managing XenApp /XenDesktop Farm (latest version 7.x)
• Advanced - Should be managing Xen Server Farm with HA at multiple site
• Creation of Citrix VM/Clone providing them via Provisioning Server
• Backup/Hot fix installation on Xen Server
• Installation/Configuration Xen Desktop (7.x Version)
• Publishing Applications via Citrix Studio
• Advanced knowledge on App Sense
• Advanced Knowledge and work Experience on Citrix Provisioning Server
• Advanced Knowledge and work Experience on StoreFront
• Advanced Knowledge and work Experience on Citrix NetScaler with Access Gateway Enterprise, Certificates and Authentication
• Advanced Knowledge and work Experience on Citrix Merchandising Server
• Day today handling Citrix Issues/Citrix User Issues
• Farm and Servers Reports / Maintenance
• Citrix Xen app client Issues
• Maintenance of all the Citrix Server Farm
• Profile Management using Ivanti Desktop Now(User Workspace Manager)
• VDI Knowledge and hands on
• Good understanding of OS standards of Windows Server (2k8, 2k12,2016)
• Hands on with vCenter
• Basic Understanding of F5 and Citrix NetScaler.
• Hands on XenMobile for EMM solution.
• Good Exposure with Director
• Good Diagnostic and Analytical Skills

Daily Operational Tasks:

• Provide on-call (24x7) technical support during OOO hrs.
• Service Now Ticket handling (Incident Tickets, Catalog Tasks, Service Requests)
• Change Implementation (mostly post Business hours)
• Software Updates and License Management
• Lifecycle Tasks
• Healthchecks dashboard preparation and Monitoring
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
• Follow defined staffing schedule.
• Ensure all the KPI’s are met through following standard processes and procedures.

Skill Set Required:

• Installation/Configuration/Managing XenApp/XenDesktop Farm (latest version 7.x)
• Good understanding of OS standards of Windows Server (2k8, 2k12,2016)
• Basic Understanding of F5 and Citrix NetScaler.
• Profile Management using Ivanti Desktop Now(User Workspace Manager)